{"id":22161,"date":"2021-01-27T16:17:51","date_gmt":"2021-01-27T16:17:51","guid":{"rendered":"https:\/\/www.hancockhealth.org\/?p=5607"},"modified":"2026-01-15T17:16:07","modified_gmt":"2026-01-15T22:16:07","slug":"meet-gateway-patient-services-health-advocate-coordinator-kylie-austin","status":"publish","type":"post","link":"https:\/\/www.hancockhealth.org\/es\/2021\/01\/meet-gateway-patient-services-health-advocate-coordinator-kylie-austin\/","title":{"rendered":"Meet Gateway Patient Services Health Advocate Coordinator Kylie Austin"},"content":{"rendered":"
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\n Consejos de atenci\u00f3n m\u00e9dica<\/a> <\/div>\n\n

Meet Gateway Patient Services Health Advocate Coordinator Kylie Austin<\/h1>\n\n
\n\n 27 de enero de 2021<\/span>\n\n
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Your doctor orders a CT scan or an MRI<\/a> or a blood test. Then what do you do? If you\u2019re a patient at Salud Hancock<\/a>, chances are that\u2019s when you\u2019ll meet one of our Patient Services health advocates, the associates who\u2019ll make sure everything about your visit runs smoothly\u2014from checking in all the way through billing.\u00a0<\/p>\n<\/div>

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Kylie Austin is one of those advocates. She\u2019s deeply committed to giving extraordinary patient service, so she\u2019s well suited to her role.<\/p>\n<\/div>

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\u201cPatients want to see that you care, so it\u2019s really simple gestures that make a huge difference,\u201d she says. \u201cEven if it\u2019s as simple as offering a patient something to drink\u2014a cup of coffee, tea, or hot chocolate. It can brighten up their whole day.\u201d<\/p>\n<\/div>

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She answered a few more questions about her part in meeting Gateway\u2019s commitment to patients.<\/p>\n<\/div>

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P: <\/strong>How do you make sure each patient gets what he or she needs?<\/p>\n<\/div>

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A:<\/strong> We are the first representatives to make contact with them\u2014whether they\u2019re coming in for a CT scan, MRI, ultrasound<\/a>, labs, or immediate care\u2014and we make sure they have everything they need. We make sure any necessary prior authorizations are completed, and that they\u2019re ready to get in and out as quickly and efficiently as possible. We also make sure patients can leave when they are finished\u2014they don\u2019t even have to check out. <\/p>\n<\/div>

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P:<\/strong> What\u2019s the best part of your job? <\/p>\n<\/div>

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A:<\/strong> Really going that extra mile to help a patient feel comfortable and satisfied. It\u2019s really nice to see on patients faces, or maybe hear over the phone, that they completely understand what you are telling them about what they are going to have done and how it works.<\/p>\n<\/div>

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P:<\/strong> How does the staff work together to deliver exceptional patient care? <\/p>\n<\/div>

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A:<\/strong> I love the openness of the way we work, as well as the teamwork and technology we have here. When we have a patient who is frustrated, we reach out. We talk about it. We try to change it to where it can be a seamless process for our patients, so we\u2019re meeting our goals but we\u2019re keeping them satisfied, too. <\/p>\n<\/div>

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P:<\/strong> Gateway is such a beautiful place. What are your favorite locations inside the building?<\/p>\n<\/div>

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A:<\/strong> The waiting room you are in as soon as you walk through the front doors. It\u2019s open, with lots of windows, so you can see all of the nature outside. And you can see all of our fantastic technology, too. We have options that allow patients to fill out forms electronically, for example. <\/p>\n<\/div>

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P:<\/strong> How do make sure to keep the Grouchies out of Gateway? For example, Glump loves bad service\u2014we\u2019ll bet you\u2019re good at keeping him away!<\/p>\n<\/div>

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A:<\/strong> There\u2019s no Glump at Gateway! Most people don\u2019t come to a healthcare facility unless they aren\u2019t feeling well. We know that, so we go the extra mile to make them feel whole again. And the building helps, too\u2014it\u2019s so bright and beautiful. <\/p>\n<\/div>

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Kylie is one member of a committed staff of health advocates, nurses, and doctors, working together to ensure every patient who comes to Gateway receives expert care along with great service. If you\u2019re already headed\u00a0 to Gateway, don\u2019t forget to save your spot in line<\/a> by signing in online or, to learn more, visit Gatewayhancockhealth.org.<\/a>\u00a0<\/p>\n<\/div>

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